Job Description

The Role Responsibilities

Responsibility for e2e CCIB Cash Premier Client services - Service management / Client Grievance Redressal / Proactive engagement and Service reviews / Service oriented A3s driving client service improvements. Incident management and Metric analytics and management

Business

• CCIB Platinum and Gold Clients

Processes

• End2end client management for Gold and Platinum clients - Enquiries, Complaint Management, and proactive client outreach / Operation Service reviews.
• Pan India metric analysis and management, Incident Management and reporting.
• The role demands a client centric individual with a robust Cash / Channel product knowledge and proficiency in analytics. The individual to drive change based on the analysis within the Cash Service team.

People and Talent

• People leader with Strong analytical skills, metric management, drive change based on thematic output.
• Good knowledge of Cash product / processes.
• Organized and detail orientated.
• Effective interpersonal communication skills.
• Good problem-solving skills.
• Able to identify and manage both transactional and operational risks.
• Ability to work under pressure.
• Client focused service delivery.

Risk Management

• Managing all processes within the Risk and Compliance framework for Cash services
• Ensure all laid out policies and procedures are strictly complied within the team.
• Periodic checks for adherence with appropriate actions to mitigate or escalate as appropriate.
• Responsible for effective service recovery process through complaint management
• Maintain a professional SCB image through all interactions with clients
• Continually identify opportunities to improve client efficiency / performance, through e.g. optimising channel usage, identifying service improvements, product solutions.

Governance

• Responsible for effective delivery of the key components of Service management that is the mainstay of the Pan India Cash Service team.

Regulatory and Business Conduct

• Display exemplary conduct and live by the Group's Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
• Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.

Key Stakeholders

External

• Clients

Internal

• CCIB TBS / RM / CM / IMO/ Cash Operations / PSS / Compliance / OR / other SA country service leads

Other Responsibilities

• Contribute and provide ground level inputs on the country Service strategy, execution and implementation plan and champion New ways of working within the team

Role Specific Technical Competencies

• Client facing roles with strong client management skills
• People management and interpersonal skills
• Strong Cash Management Product and Process knowledge
• Data analytics

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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